Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband *** and I purchased a puppy in Dec 2024 from Petland Joplin and per their agreement were to be given $200 towards our puppy's spay. All claims are directed to a third-party called Solutions.pet. In March 2025 I filed a claim for the $200 reimbursement. I supplied them with the written agreement from ******* stating the $200 reimbursement and the receipt from my veterinary clinic showing the surgery date and cost. On March 12th Solutions.pet emailed us to say it was approved and that we had to create a ***** account and provide them that information for reimbursement. We did as we were instructed and they stated it could take up to 30 days. On April 11th we called them to see why we hadn't been paid the $200. They weren't sure why, and so they were to escalate our claim to find out more. The new claim number is *****. As of yesterday (April 17th) no one from Solutions.pet had been in touch so I called them to find out what is going on. A supervisor with their escalation team named "*****" stated that they have marked our claim as urgent in an email request to their accounting team to look into this. I asked when she would hear back from them and she wasn't sure. Something is off about this business, and seems highly suspicious. I'm exhausted with their stalling tactics and would appreciate any help that can be provided. Thank you for your time.

  Business Response

  Date: 04/24/2025

  To whom this may concern,  
  
  This is in regards to the complaint filed by Ms. ****** *****.  

  
  Solutions.Pet acts exclusively as an intermediary between customers and Petland Joplin, facilitating communication and the processing of claims. Throughout this process, we have remained dedicated to assisting Ms. ***** by advocating on her behalf, ensuring her claim was thoroughly reviewed, and consistently following up to help resolve the issue as efficiently as possible. We understand that delays in processing can be frustrating, and we sincerely appreciate Ms. ****** patience as we worked towards a resolution. 
  
  Ms. ***** first contacted Solutions.Pet on March 10th, 2025, to file a reimbursement request for her pet's spay procedure. By March 14th, 2025, Solutions.Pet had notified Ms. ***** that her request was approved and had received her Venmo information. As a third-party entity, Solutions.Pet does not handle the disbursement of reimbursements, as this is managed by the purchase location of the pet, Petland ******. We informed Ms. ***** that it typically takes up to 30 days to receive reimbursement. Solutions.Pet only intervenes in the reimbursement process if it exceeds 30 days and the customer has updated us about the delay. 
  
  Although the reimbursement took only two weeks longer than the standard 30 days, which can sometimes vary, Ms. ***** chose to escalate the issue. We kept in regular contact with Ms. ***** regarding her reimbursement status on March 28th, April 11th, and April 18th. During these communications, we informed her that we had escalated the matter to Petland ******** accounting team and were awaiting their response. 
  
  We are pleased to confirm that Ms. ***** received her reimbursement on April 21st, 2025. We appreciate her understanding and patience throughout this process and remain committed to providing support for our clients customers.  

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. I really appreciate the BBB advocating on my behalf. Thank you.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* in *********. has advised that they use a company to refund the vet appointments needed after purchasing a pet. They then send you to solutions.pet just to be ignored for going on 60+ days. Solutions.Pet states they are an accredited BBB business but do not provide any information to locate the correct department. They do not answer the phone nor reply to numerous emails sent. We are looking for resolution from the main point of contact. We will continue to escalate and post the screenshots of horrible customer service through the proper social media channels.

  Business Response

  Date: 07/30/2024

  To whom this may concern, 

  
  This is in response to the complaint filed by *******************************.

  
  Third Party Pet serves as a third-party conduit for merchant-to-retail-customer communications. We do not have authority over claims decisions or reimbursements, as these are solely handled by the merchant.

  
  Throughout the claim process, we have maintained regular communication with ****** and responded to all inquiries promptly.
  We recognize that the claim process can take some time, and we have ensured that ****** is fully informed of this timeline from the beginning. Our goal is to provide clear and consistent communication to facilitate a smooth and transparent claims process.

  If there are any further questions or concerns regarding the claim or the claim process, ****** can contact us any time from  Monday through Friday 8am - 7pm CST, and between 8am-5pm CST Saturday through Sunday. 

  
  Respectfully, 
  Third Party Pet
  

  
  

  Customer Answer

  Date: 07/31/2024

   
  Complaint

  They state theyve maintained communication?
  See attached screenshots from NUMEROUS UNREPLIED TOO EMAILS. 

   

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/14/2024

  We understand how important it is to have clarity and timely updates during the claim process, and we sincerely apologize for any frustration this situation may have caused.
  
  Throughout your claim with us, we've been committed to staying in communication and keeping you informed. We responded to your emails on July 11th, spoke with you on July 16th, and followed up with another email on July 18th. During each of these interactions, we aimed to clarify that as a third-party customer service department, our role is to keep you updated on the status of your claim, although we dont handle reimbursements directly.
  
  We acknowledge that waiting for reimbursements can be challenging, especially when it takes up to 30 days or sometimes longer to process. We also understand the expectation for prompt responses, and while we strive to answer each inquiry as quickly as possible, our team is dedicated to assisting many customers, which can occasionally cause delays.
  
  We appreciate your understanding and patience throughout this process and if you continue to have concerns regarding your reimbursement, please do not hesitate to reach out to us at ************.
  
  

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Solutions.pet due to their lack of customer service and refusal to reimburse us, despite being well within our rights as per the contract we signed when purchasing a sick puppy under their warranty.Since May of 2023, I have been misled and provided with various excuses by the company. Despite providing all necessary receipts and vet documentation, proving our puppys pre-existing illness at the time of purchase, the promised reimbursement has been delayed for months.The financial burden has become overwhelming, as we have accumulated over $800 in veterinary expenses. Unfortunately, the covered vet for the warranty has been uncooperative, leaving our puppys health issues unresolved.I feel helpless as a small consumer facing a company of this magnitude. My only desire is to receive a prompt response from Solutions.pet, offering a fair resolution rather than more excuses.I kindly request your assistance in resolving this matter and urge the company to take immediate action to address our concerns and fulfill their obligations.Thank you for your attention to this critical issue. I look forward to hearing from you soon.

  Customer Answer

  Date: 07/25/2023

  Im having a hard time finding an actual address for this business. If needed I can send the original warranty paperwork, though I dont believe there is a business address listed.

  Business Response

  Date: 07/31/2023

  This is in response to the complaint filed by ********************************

  
  **************** purchased her puppy on May 10, 2023, from a merchant partnered with Solutions.Pet. **************** first contacted Solutions.Pet on May 13, 2023, informing that her puppy was receiving treatment from a veterinarian. It was explained to **************** that in order to move forward with her claim, we would need all paperwork from the veterinarian including the itemized invoices, veterinarian notes, and a diagnosis.
  **************** has experienced delays in the review process of her claim due to not receiving a listed diagnosis until June 7, 2023. As a result, the claim processing time was extended beyond the usual 30 to 90 days.Despite this, **************** has been kept informed about her claim status on a weekly basis.

  
  Solutions.pet is not a warranty provider or underwriter, and it does not have ultimate authority over any merchants claims decisions.  Rather, Solutions.pet merely serves as a third-party conduit for merchant-to-retail-customer communications.

  
  ********************** takes all claims seriously and is committed to providing excellent customer service. We understand the importance of keeping our customers informed throughout the process and have maintained open communication with **************** regarding her claim. Our team is working diligently to find a resolution for her and will continue to keep her updated every step of the way. We strive to provide our customers with the best possible experience. If **************** has any further questions, please do not hesitate to reach out. 

• Initial Complaint

  Date:04/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a puppy from petland which comes with akc registration that was commenced on 4-6-23. The gentleman I spoke with worded his speil in a way I thought I was purchasing said registration. After reviewing an email receipt I see that I purchased product that I did not want or need. Called the next business day to cancel said transaction. Was told 3 days. However nothing happens. Receive call on 4-13-23 to discuss they made a decision to refund, that the previous days were a determination bascically. It will now be five days and was given a reference number this time. Ok fine I give this company benefit of the doubt because my bank asked I try to resolve with them. Today is 4-21-23 still have not received a refund. A person shouldn't have to go through this much trouble to rectify a situation.

  Business Response

  Date: 05/01/2023

  Hello,

  Thank you for taking time to share this feedback with us. It appears our attempts to issue a refund electronically were unsuccessful due to the original form of payment being cancelled. We have moved forward with processing a refund for the amount of your retail product purchase in the form of a check delivered to the address provided. If there is anything else we can do to help, please dont hesitate to reach out.

   

   

• Initial Complaint

  Date:01/31/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my puppy from Petland 11/30/2020 06:20pm EST as it shows on my receipt. Along with other records in my puppy's book, it explicitly states that *** registration is included in the pricing. Third Party Pet called me a few days after my adoption to complete registration where I ended up paying $293.84 for additional retail products I did not need however I went through with it anyways as my main priority was to complete *** registration with my puppy. I received an email the same day after my payment saying that my *** registration was underway on 12/24/2020 2:38pm EST. This email also mentions that I will be receiving my *** registration certificate within ***** days. I do remember receiving the unnecessary products however as of 1/31/2023 I am trying to find my puppy's *** registration number or certificate and it is no where to be found. I never received the *** registration certificate and my puppy is not registered with the ***.I don't care about a refund however I need my puppy registered with *** and I want my certificate as well. For whatever reason, Third Party Pet did not follow through with registering my puppy but prioritized sending the unnecessary products I never needed. I just want my dog registered with *** and my certificate sent to my new address. I no longer live at the same address I had when I purchased my puppy. I also need a duplicate *** dog registration if Third Party Pet can accommodate for this.

  Business Response

  Date: 02/13/2023

  Hello,

   

  Thank you for taking time to share your concerns with us. After speaking with you further and confirming your pet/owner information, we are happy we were able to assist in getting registrations for both Taro and Mini confirmed. If there are any further questions or you experience any further delays in paperwork, please do not hesitate to reach out. 

• Initial Complaint

  Date:12/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a call from Third Party Pet to complete my registration for my puppy on a recorded line. I completed the registration then the man asked me for my credit card information to pay for the registration. I thought that was really weird because ******* employee, ******, informed me that was already included in the pricing of the puppy, but was not entirely sure. I was thrown off, but did not want to delay her registration. I had a training in person at Petland the next day so I was going to go and ask in person. I talked to Petland staff and they informed me that I shouldn't have paid anything but I was charged almost $400 over the phone by Third party!!!!! I checked my email receipt from Third Party Pets and they charged me for all of the things that they said came free with my puppy registration!!!! I NEVER asked for any of these things and they made all of these charges on my credit card. I called back and asked to speak to someone and I was disconnected numerous times. I never received a tracking number and all of these items were never received. I just want my money back!!! I have attached the receipt.

  Business Response

  Date: 01/06/2023

  Hello,

   

  Thank you for taking time to share your experience with us and chat with us on the phone about how this situation can be remedied. The products purchased are offered in addition to your registration, which was already included at the time of purchase of your new puppy. We apologize if there was any confusion regarding the cost incurred at time of your purchase as this was only for the additional products discussed on our call. We are happy to issue a full refund for these products given they are no longer needed. If there is any additional help we can offer in addition to the refund please don't hesitate to reach out to our customer service team.

• Initial Complaint

  Date:11/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company misrepresents themselves as "Part of the *** registration process". The representative spoke as if she was representing the breeder and convinced me that this was mandatory to complete *** registration and mandatory to transfer ownership of the animal. All of this is false. The charges placed on my card were for merchandise. Unwanted merchandise. Do not fall for their tactics. I did not realize they were not part of the breeder's company AFTER the email receipt arrived.

  Business Response

  Date: 12/04/2022

  Hello,

  Thank you for taking time to share your feedback. We apologize for any confusion. It is our goal to assist new puppy owners in completing their AKC registration and answer any questions along the way. We do offer additional retail products for sale that are completely separate from your registration. We are glad you had a moment to speak with our supervisor, ******, and as discussed you will be receiving a full refund for all items purchased. Please let me know if theres anything else we can do to help. 

• Initial Complaint

  Date:10/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent to third party pet registration through the breeder I had purchased through because my akc registration was taken care of for me. I call up and all of the sudden its 300$. I want to get it over with I buy it and a week later my dog still isnt registered. I call I speak to a manager they tell me the package I bought I said I dont need any of it I need a refund. I was issued a partial refund and told me whatever comes in the mail to send back. Its been 2 months nothing came in the mail. They also assured me multiple times my dog is registered, yet when I call akc they say the process has been started but never completed. They wont answer any of the voicemails I have left and wont issue a full refund.

  Business Response

  Date: 10/14/2022

  Hello,

   

  Thank you for sharing this feedback with us. We apologize for any inconvenience. The fee charged is for separate products that were purchased at the time of registration. We are happy to discuss how we can remedy the situation with you. Our representative has reached out on a few different occasions but has not yet received a response. Please give us a call back at your earliest convenience and we will get this taken care of for you.

• Initial Complaint

  Date:09/08/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dog from Petland. I was told I would need to register my dog for AKC and someone would be calling me to help me register. I spoke with a lady and she started off being friendly and chatty. I was led to believe I was getting several items for free along with registering my dog like a blanket, photo book, decals, etc. then she proceeded to tell me that it would cost $415!!! She made it seem like it was required and I was very confused. I feel like I didn't really have a choice and I kept saying I couldn't afford it and didn't want it. She wouldn't take no for an answer. She ended up removing some items but still was over 200 bucks. I gave her my card info because I was made to believe I had to buy stuff for registration of my new dog. I feel like I didn't really have a choice after saying no so many times. I was misled and taken advantage of. This is a horrible way to do business. After a gut feeling, I did a quick ****** search and found numerous poor ****** reviews and complaints for the same things!!! This is basically theft! Bait and switching and preying upon consumers is a bad look for your company. I want my money back. I am going to dispute my credit card company.

  Business Response

  Date: 09/16/2022

  Hello,

   

  Thank you for taking the time to share this feedback for us, as well as chatting with our supervisor, ******. We are glad we were able to reach a resolution that met your needs. If there is anything else we can do to help, or if you have any additional questions, please don't hesitate to reach out!

   

  Have a wonderful weekend!

   

  Customer Answer

  Date: 09/19/2022

   
  Better Business Bureau:
  
  I spoke with ****** and he was very helpful. I am satisfied with the result of our conversation.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a call from third party pet after I got my puppy, and scheduled a payment a couple weeks later because thought it would be cool, didnt realize I didnt have the funds for it by then, being 253 dollars for akc stuff. I let them know and they said they would refund that and we could place another order. I dont know if I got refunded for that. For some reason I did place it with another credit card, but but I didnt realize the other lady I spoke to added more stuff to the order, didnt tell me the price and I got the email and it was over 400 dollars! I tried calling the corporate office before it shipped, and I did and asked them to cancel the order. They said they would do that for me and someone would be in contact with me. No one was, and now it is in transit and probably too late! I cant afford 400 dollars for nonsense that my puppy doesnt need!!

  Business Response

  Date: 09/11/2022

  Hello ************,

   

  Thank you for reaching out and sharing this feedback. Our managers were able to take a deeper look into your account and it appears that all charges have been refunded at this time. Please let us know if there is anything else we can do for you!